DQA: Diagnostic Question Answering for IT Support

Effective troubleshooting agents in enterprise customer support depend on retrieving actionable guidance from similar historical cases, yet existing retrieval-augmented generation (RAG) systems treat support cases as static documents and overlook their multi-stage, stateful nature. We introduce RAFT (Retrieval-Augmented Framework for Troubleshooting Agents), a stateful RAG framework that abstracts each closed historical case into a directed chain of timeline entries and retrieves at the entry level, surfacing cases whose intermediate states match the active case and returning the parent-case trajectory anchored at the matched state; an optional case-level graph links cases through a configurable similarity representation. We evaluate this retrieval layer directly, which, unlike evaluating a full agent system, requires no production deployment. Because public multi-stage troubleshooting data is extremely rare, we pair a synthetic benchmark built from Microsoft Learn Windows Server documentation with real Apache Jira issues carrying human-created duplicate labels. RAFT improves Case Hit over vanilla RAG and GraphRAG baselines at every stage of case progress, with statistically significant gains over the strongest baseline; the Jira results provide directional evidence that the advantage transfers to real case histories. We release our benchmark, implementation, and the Apache Jira evaluation set.

Enterprise Retrieval-Augmented Generation (RAG) assistants operate in multi-turn, case-based workflows such as technical support and IT operations, where evaluation must reflect operational constraints, structured identifiers (e.g., error codes, versions), and resolution workflows. Existing RAG evaluation frameworks are primarily designed for benchmark-style or single-turn settings and often fail to capture enterprise-specific failure modes such as case misidentification, workflow misalignment, and partial resolution across turns. We present a case-aware LLM-as-a-Judge evaluation framework for enterprise multi-turn RAG systems. The framework evaluates each turn using eight operationally grounded metrics that separate retrieval quality, grounding fidelity, answer utility, precision integrity, and case/workflow alignment. A severity-aware scoring protocol reduces score inflation and improves diagnostic clarity across heterogeneous enterprise cases. The system uses deterministic prompting with strict JSON outputs, enabling scalable batch evaluation, regression testing, and production monitoring. Through a comparative study of two instruction-tuned models across short and long workflows, we show that generic proxy metrics provide ambiguous signals, while the proposed framework exposes enterprise-critical tradeoffs that are actionable for system improvement.

Agentic retrieval-augmented generation (RAG) interleaves retrieval, reasoning, and answer generation across multiple hops. A retrieval error at hop 1 can surface only as a wrong answer at hop 3, while later retrieval can also repair the trajectory. This paper introduces AgenticRAG-FP, an interventional benchmark for causal failure attribution in agentic RAG. The benchmark injects a certified fault at a specified hop, re-executes the downstream trajectory, and evaluates diagnosers against the known intervention. Its central question is whether a post-hoc trace still identifies the injected hop after the suffix changes. In the completed strict dense Claude Haiku 4.5 sweep on 80 three-hop MuSiQue questions, coverage-based diagnosis is 0.91 at hop 1 and 0.00 at hops 2 and 3 (n=43,36,21 failed trajectories). A smaller content-corruption study changes an answer-bearing or bridge fact in topically intact evidence. At depth 2, where 18 failed cases remain after filtering, coverage-based diagnosis is 0.00 and a frozen-hop counterfactual probe is 0.67 in an exploratory pooled comparison. Depth-3 content estimates are descriptive only because they contain three failed cases. These results make propagation depth an explicit evaluation axis for diagnosing agentic RAG failures while distinguishing broad evidence of post-hoc signal loss from small-sample method comparisons.